RMA Policy

CYPRESS Service Policy Announcement

CYPRESS technology co., ltd. (CYP) has established the following guidelines to provide customers the best support and shortest turn‑around time possible.

  

WARRANTY

 

1.1 Warranty Period

CYP aims to meet the customer’s expectations for post-sales service and support; therefore, in addition to offering 2 years global warranty for CYP’s standard products, a global extended warranty service is also provided for customers upon request. CYP’s customers are entitled to a complete and prompt repair service beyond the standard 2 years of warranty. 

Standard products manufactured by CYP are covered by a 2 year’s global warranty from the date of shipment. Products covered by extended warranty and cross-region repair services against defects in design, materials, and workmanship, are also covered from the date of shipment. All non-CYP products will be covered by the original manufacturers’ warranty and the time period.

     RMA Request Form  Please click Here to download the form.

1.2 Repairs under Warranty

It is possible to obtain a replacement, if confirmed as DOA (Defective-on-Arrival) when stock is available. It must be purchased directly from CYP.

(Invoice 30 days, and sea shipment for extra 30 days)

The only conditions for replacement are: a) all parts and accessories must be included as originally shipped; b) proof of purchase must be included. Any returns that do not meet mentioned requirements above, or any wrong user settings/configurations will be denied, or subject to additional handling/service charges as determined by the CYP Repair Service Department.  

For those products which are not DOA, the return fee to an authorized CYP repair facility will be at the customers’ expense. After repaired, the sending fee from CYP back to customers’ sites will be at CYP’s expense.

  

1.3 Exclusions from Warranty

  The product is excluded from warranty if

  • the product has been found to be defective after expiry of the warranty period.
  • warranty has been voided by removal or alternation of product or part identification labels.
  • the product has been misused, abused, or subjected to unauthorized disassembly/modification; placed in an unsuitable physical or operating environment; improperly maintained by the customer; or failure caused which CYP is not responsible whether by accident or other cause. Such conditions will be determined by CYP at its sole unfettered discretion.
  • the product is damaged beyond repair due to a natural disaster such as a lighting strike, flood, earthquake, etc.
  • other products and accessories not manufactured by CYP are limited to the warranty provided by the original manufacturer. Examples of such products and accessories include Cable, power adaptor, CD, and so on.
  • product updates/upgrades and tests upon the request of customers who are without warranty.

 

REPAIR PROCESS

2.1 Returning the Product for Repair

It is recommended to send product without accessories (manuals, cables, power adaptor, etc.). Remove any unnecessary components from the product, such as Cables, CF card, CD, and so on. If you send all these parts back (because you believe they may be part of the problem), please note clearly that what are included. Otherwise, CYP is not responsible for any items not listed. Make sure the "Problem Description" is enclosed.

Give a low value to the product on the invoice, or additional charges will be levied by customs that will be borne by the sender. We strongly recommend that you write “Invoice for custom purposes only with no commercial value” on the shipment invoice. In addition, please attach an invoice with RMA number to the carton, then write the RMA number on the outside of the carton and attach the packing slip to save handling time. Please also address the parts directly to the Service Department and mark the package "Attn. RMA Service Department".

All products must be returned in properly packed material. CYP reserves the right to return unrepaired items at the customer’s cost if inappropriately packed.  

If the items are not DOA, but fail within warranty, the sender will bear the freight charges. For out-of-warranty cases, customers must take care of both outward and inward transportation.

  

2.2 Service Charges

CYP will charge for repairing products if

  • the product is repaired after expiry of the warranty period.
  • the product is tested or calibrated after expiry of the warranty period, and a No Problem Found result is obtained.
  • the product, though repaired within the warranty period, has been misused, abused, or subjected to unauthorized disassembly/modification; placed in an unsuitable physical or operating environment; improperly maintained by the customer; or failure caused which CYP is not responsible whether by accident or other cause. Such conditions will be determined by CYP at its sole unfettered discretion.
  • the product is damaged beyond repair due to a natural disaster such as a lighting strike, flood, earthquake, etc.
  • Product updates and tests upon the request of customers who are without warranty.

If a product has been repaired by CYP, and within six months after such a repair the product requires another repair for the same problem, CYP will do this repair free of charge.

However, such free repairs do not apply to products which have been misused, abused, or subjected to unauthorized disassembly/modification; placed in an unsuitable physical or operating environment; improperly maintained by the customer; or failure caused which CYP is not responsible whether by accident or other cause.

 

Service Charge for In-Warranty Service

CYP will do this repair free of charge. But if the product has been misused, abused, or subjected to unauthorized disassembly/modification; placed in an unsuitable physical or operating environment; improperly maintained by the customer it will be charge US$10/per hour repair fee Charge + Component expense.

 

Service Charge for Out-of-Warranty Service

Before we start out-of-warranty repairs, we will send you a quotation with the repair charges.  

  1. Testing service charge US$20
  2. US$10/per hour repair fee Charge + Component expense